Lead Enterprise Satellite Support Engineer

Amazon; Bellevue (WA); On-site; USD 121,000 - 164,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Job summary

Amazon Kuiper Commercial Services LLC seeks a Lead Support Engineer for the Enterprise & Mobility Support team. You will define monitoring, lead investigations, and coordinate cross‑functional efforts across hardware, software, and operations to improve fleet reliability and customer experience.

You will manage a team of Support Engineers, drive escalations, and influence the product roadmap based on field insights, while maintaining executive relationships with customers and internal

Qualifications

• 8+ years of experience in satellite communications or related enterprise connectivity roles.
• Experience leading hardware and software investigations: root cause analysis, failure mode identification, and resolution of recurring issues.
• Experience producing executive‑level technical presentations and leading customer business reviews
• Experience managing or leading a team of field or support engineers, including workload planning, mentoring, and performance management

Responsibilities

• Define BITE fault taxonomies, impact classifications, and alerting thresholds for connectivity systems
• Build the playbook where one doesn’t exist. When a new system, failure mode, or customer scenario has no documented path, define the support approach and escalation logic from scratch
• Establish monitoring requirements, telemetry data points, and fault thresholds. Work with Product and Hardware Engineering to determine tracking and visualization (LRU health, connectivity KPIs, firmware states, telemetry pipelines)
• Look beyond individual faults. Review how systems are deployed end-to-end and identify where designs will break under scale or stress before they reach service.
• Serve as the escalation authority for recurring or fleet‑wide issues. Drive root cause analysis and coordinate resolution with Hardware, Software, Network Operations, and Product
• Manage a team of Support Engineers across one or multiple customers, including workload assignment, mentoring, and performance development.
• Break down complex problems into assignable pieces so multiple engineers can work in parallel. You manage the investigation, findings and conclusion, end-to-end.
• Conduct MTBF analysis, reliability trending, failure mode identification, and hardware/software investigations using repair‑shop data, service‑bulletin history, and field failure reports
• Author and maintain troubleshooting SOPs, work instructions, and decision trees that Support Engineers execute daily in the field
• Own the technical customer relationship. Lead the technical components of MBRs and QBRs, and present on in‑service status, fleet performance, and top issues
• Drive product enhancement requirements by identifying gaps in monitoring data and validating that telemetry reflects actual system health
• Provide structured feedback to Product Management on field observations, reliability trends, and improvement opportunities
• Identify recurring hardware and software incidents and coordinate with engineering teams to plan and release fixes or modifications
• Establish triage processes for incoming incidents: severity classification, reproduction steps, and handover packages produced within SLA
• Support Entry into Service (EIS), retrofit, and new customer onboarding from a technical readiness perspective
• Quantify Cost of Non‑Conformance (CoNC) for in‑service incidents to target engineering investment and backlog reduction
• Lead alignment across Engineering, Product, Operations, and the customer when priorities conflict. Bring teams to agreement on resolution approaches for contentious issues
• Serve as a trusted technical advisor to customers, guiding trade‑off decisions across cost, performance, instrumentation depth, and operational risk
• Own the quality bar for solutions. Fixes should be maintainable, scalable, and simplify existing approaches rather than add complexity
• Contribute to hiring. Participate in interview panels, assess candidates against the technical bar, and help calibrate promotion readiness for the team

Skills

Satellite comms

Leadership

MTBF analysis

Root cause analysis

Troubleshooting

Linux diagnostics

RF troubleshooting

Executive presentations

Team management

Customer relationship

Education

Bachelor's degree in Engineering/CS

Industry experience in connectivity systems

Job description

Amazon Kuiper Commercial Services LLC seeks a Lead Support Engineer for the Enterprise & Mobility Support team. You will define monitoring, lead investigations, and coordinate cross‑functional efforts across hardware, software, and operations to improve fleet reliability and customer experience.

You will manage a team of Support Engineers, drive escalations, and influence the product roadmap based on field insights, while maintaining executive relationships with customers and internal